Privacy Policy

We collect information you give us directly when you create an account, buy a phone or accessory, book a repair, request a trade-in quote, or contact support. This can include:

• Your name, email address, phone number and postal/shipping address;
• Order, repair and trade-in details, including device model, condition and IMEI (we store the full IMEI but only ever display its last four digits);
• Messages you send us through live chat, email or the account inbox;
• Technical information such as your IP address, browser type and pages visited, collected automatically to keep the site secure and working.

We do not store full payment card numbers. Card payments are handled by our payment processor, Stripe, which is PCI-DSS compliant.

We use your information to:

• Process and deliver your orders, repairs and trade-ins;
• Send you service messages such as order confirmations, repair updates and trade-in outcomes;
• Provide customer support and respond to your enquiries;
• Meet our legal, tax and warranty obligations;
• Detect, prevent and address fraud, security and technical issues;
• Improve our products, website and service.

We only send marketing messages if you have opted in, and every marketing message includes an unsubscribe option.

We share personal information only as needed to run our business, including with:

• Payment processing (Stripe) to take and confirm payments;
• Shipping and courier partners to deliver devices and return trade-ins;
• Email delivery (Resend) for transactional notifications;
• Cloud hosting and storage providers that operate our website and store uploaded images;
• Government agencies, law enforcement or others where required or permitted by law.

We do not sell your personal information. Some providers may store data overseas; where they do, we take reasonable steps to ensure your information is handled consistently with the APPs.

We take reasonable technical and organisational steps to protect your information from misuse, loss, and unauthorised access — including encrypted connections, hashed passwords and access controls.

We keep personal information only as long as needed for the purposes above or as required by law (for example, tax and warranty records). When it is no longer needed, we take reasonable steps to delete or de-identify it.

You can access or correct the personal information we hold about you, or ask us to delete it, by emailing privacy@phonebase.com.au. We will respond within a reasonable time and may need to verify your identity first.

You can also update most of your details directly in your account.

We use essential cookies to keep you signed in, remember your cart, and keep the site secure. You can block cookies in your browser, but some features may not work correctly if you do.

If you have a question or complaint about how we handle your personal information, contact us at privacy@phonebase.com.au. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

JHL International Pty Ltd (ABN 00 000 000 000), trading as PhoneBase.